Business Profile

Airlines

Alaska Airlines

Headquarters

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Complaints

This profile includes complaints for Alaska Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

619 total complaints in the last 3 years.
202 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a passenger on flight 3357 from ********* to ****** on May 26, 2025. While I understand the initial cancellation was weather-related, the 2-day delay in rebooking appears excessive and inconsistent with your commitment to rebook passengers promptly. This extended delay caused significant financial and personal hardship for my family that goes far beyond typical travel *********************** Impact:I incurred $912 in hotel + meal costs and for my family during the unexpected 2-day extension. Additionally, I had to miss work for two unplanned days, resulting in lost ************ Impact:Most significantly, the delay caused my daughter to miss school commitments and summer camp activities that we had already paid for in advance. These were non-refundable educational and recreational opportunities that cannot be recovered, representing both financial loss and disappointment for my child who had been looking forward to these activities.Trip Planning:This was a weekend trip specifically planned to avoid work and school disruptions. The 2-day rebooking delay was unreasonable and suggests inadequate contingency planning or effort to secure alternative flights through partner airlines.Given the excessive nature of the rebooking delay and the substantial impact on my family's work, school, and pre-paid commitments, I'm requesting compensation for my out-of-pocket expenses totaling $912. I've been a loyal Alaska Airlines customer and hope you can assist me with this reasonable request given the extraordinary circumstances and extended delay beyond what should be expected for weather-related rebooking.I look forward to your prompt response and resolution of this matter.
Business Response
Date: 06/10/2025

June 10, 2025

Dear Sabeel,

Thank you for your email to the Better Business Bureau.

After reviewing your concerns, I see that you have been in contact with our ************************ and ***** has already responded to this matter. For your reference, I have included a copy of their correspondence.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11213405

June 5, 2025

Dear Sabeel,

Thank you for reaching out to ** regarding your May 26th experience on flight 3357 from ********* to ******. We appreciate your loyalty as an Alaska Airlines customer and are truly sorry for the inconvenience you and your family faced due to the cancellation and subsequent delay in rebooking.

When you made arrangements to travel with us you had every reason to expect that we would deliver you to your destination at the published arrival time. Clearly, that did not happen and I regret that your flight was canceled due to inclement weather. I understand how frustrating the 2-day delay must have been for you, especially when it caused significant financial and personal hardship. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.

Due to the very nature and many safety factors involved in the airline industry, Alaska Airlines cannot promise flight schedule, nor do we issue compensation, reimbursements or accommodations in the event a flight is forced to delay, divert, or cancel in the event of inclement weather or Air Traffic Control restrictions, as these type of flight interruptions are beyond our control. While we understand the importance of an on-time arrival, the safety of our guests and crew is and always will be our number one priority, and we will never sacrifice the welfare of our passengers for the sake of reliability statistics.

I regret that the rebooking process did not meet your expectations for prompt service. We strive to rebook passengers as quickly as possible, and I apologize for the extended delay you experienced. When a schedule disruption happens, our automated schedule change systems go to work to find the best alternative arrangements for your itinerary. I truly apologize there were no other options for two days. In such instances, we understand that our suggested alternative may not work and will do our best to offer viable options, including itinerary date or time changes with no change service fee or a full refund for that flight.

Although we don't offer compensation for weather related cancelations or delays, as a customer ********************** gesture, we've included a combined family Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to **************************************************************** enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

****** ******, Discount Code ECSR300CLGBP248914, in the amount of $300

Sabeel, we value your feedback and are committed to making improvements where needed. Thank you for giving us the opportunity to address your concerns. We hope to welcome you and your family on another flight soon, where we can provide the service you expect and deserve.

Sincerely,

***** R
Customer Care Representative

Reference#: 11213405

Customer Answer
Date: 06/11/2025

Complaint: 23443377

A token voucher does not qualify as addressing the issue.
I am not happy with the service with the *** being out of bounds when travel arrangements were made, specifically to not miss work + school for family. After leaving me stranded in a city for 2 nights, why would I consider using Alaska Airlines ever again for travel (in order to use the voucher)??
As mentioned earlier, this resulted in boarding & lodging costs + lost wages + missed camp days for child. The grand total of everything amounts closer to $3K, but all I am asking for is reimbursement of the boarding + lodging costs of $912.

Sincerely,

****** ******
Initial Complaint
Date:06/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was ticketed to fly on Alaska airlines flight 910 on June 4, 2025. After the airline declared there would be a 6+ hour delay I requested to cancel my ticket and I booked a flight on another airline. I was assured by the supervisor (*****) at **************** that our full fare paid of $906 plus $35 would be refunded to my credit card and after I returned home I was informed by Alaska that they would only refund $23 and apply the difference as a credit towards future travel. This was not what I agreed to and is contrary to the *** rules. I am entitled to a full refund of the full fare paid not $23.
Business Response
Date: 06/10/2025

June 10, 2025

Dear ******,

Thank you for your email to the Better Business Bureau.

After reviewing your concerns, I see that you have been in contact with our ************************ and Luly has already responded to this matter. For your reference, I have included a copy of their correspondence.

Regarding being told at the airport that your tickets would be refunded back to your credit card, I apologize for any confusion or misinformation that was provided. When a ticket is canceled and refunded due to a long flight delay that is within our control, per the *** your tickets can be refunded but it will be refunded back to the original form of payment. For your case, the majority of your tickets were purchased using wallet funds, so that is how the majority of your refund was issued. I am very sorry for any disappointment this may cause and I sincerely appreciate your understanding in this matter. Additionally, your feedback has been shared with our Customer ********************** Manager in ******** for their review.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: 11259873

June 9, 2025

Dear ******,

I appreciate that you took the time to contact Alaska with regard to your refund for confirmation LUZROQ.

I have reviewed your ticket purchase to see if it is possible for us to reimburse you for this ticket in monetary funds. Unfortunately, I am unable to refund tickets ************* and ************* at this time since the purchase was using your wallet funds. These wallet funds were credited to your wallet from another cancelled ticket and before that a few other canceled tickets. I am truly sorry for the inconvenience. I am able to refund your baggage fee of $35.00 back to the **** ending in 1735.

As always, thank you for flying with us. We hope you'll give us the opportunity to exceed your expectations on another flight.

Sincerely,

Luly
Customer Care Representative

Reference#: ********

June 9, 2025

Dear ******,

Passenger(s):****** Doctor
Ticket(s):0274420709790
Issue Date:6/3/2025
Fee Type:baggage

This is in response to your recent inquiry regarding your refund. The following action or situation has occurred:

A refund of $35.00 will be processed back to your credit card ending in 1735 within 7 business days of this correspondence. Please note financial institutions have varying time frames for posting credit to accounts. Please contact your bank directly for any further inquiries.

Should you have any further questions please call us at ************ or write us at:

Alaska Airlines Customer Care
P.O. Box *****
********************-1009

For any further inquiries, please include the below Reference Number or send a copy of this letter with your correspondence.

Sincerely,

Luly
Customer Care Representative

Reference#: ********
Customer Answer
Date: 06/10/2025

Complaint: 23443110

I am rejecting this response because:
The word REFUND was used. Not that the funds would be RETURNED. If the supervisor at the airport knew the funds would not be going back to my credit card she should have said that. She offered to book us on ******* but because she said this would "take a while" I did it myself and paid $1045 for tickets on the afternoon flight to *******
I know this splitting hairs but if you check the definition of the word refund it is: "pay back (money), typically to a customer who is not satisfied with goods or services bought." It's not to return the payment as a credit. Also, the ORIGINAL form of payment was by credit card. That same credit card was used to buy the tickets that were cancelled and re-booked which became this subsequent ticket. I suppose you have a choice at this point, you can refund all $906.00 to my credit card, as I was promised, or I will sue Alaska in small claims court for the $1045 I paid for substitute transportation as that was what was offered at the airport. I look forward to your response.
Sincerely,

****** Doctor
Business Response
Date: 06/19/2025

June 19, 2025

Dear ******,

Thank you for your reply email to the Better Business Bureau.

When a ticket is refunded, it will go back to the original form or payment. When using wallet funds as you did for the majority of your ticket purchase, your wallet funds were refunded back to your wallet. We would not refund a ticket to a form of payment that was not used. I once again apologize that this was not better communicated to you at the airport and for any disappointment this may cause.

Additionally, because our Customer ********************** agent at the airport did offer to rebook you (even if it would have taken some time) and you chose to rebook yourself, we would not reimburse you for the new tickets that you purchased. With that said, as a customer ********************** gesture, I have included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form.
Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

****** Doctor, Discount Code ECSR125CJGFF459826, in the amount of $125

******* Doctor, Discount Code ECSR125CYGCF459827, in the amount of $125

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 06/19/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** Doctor
Initial Complaint
Date:06/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 9, 2024, I filed a claim with Alaska Airlines after one piece of my three-piece luggage set was damaged during travel. Because my set is designed such that it accommodates my physical limitations, I declined the replacement offered at baggage claim. Instead, Alaska Airlines issued a voucher intended for clothing and toiletries, which does not cover replacing the damaged carry-on piece. Following their instructions, I refused the voucher and refiled under mishandling.Alaska Airlines then offered one-third of the cost of the three-piece set, an amount far below the retail price of the single carry-on piece I need. I repeatedly communicatedby phone and emailexplaining that I require the exact replacement piece. Despite ongoing correspondence throughout 2024, Alaska Airlines has refused to replace the correct piece of ********** August 2024, I enlisted LegalShield to send a demand letter to Alaska Airlines; they never responded. Subsequent follow-ups revealed that the matter must now be handled legally, but I cannot afford an attorney. My only request is that Alaska Airlines replace the damaged carry-on piece with an identical model, as originally offered at baggage claim.Having exhausted all internal channelsincluding multiple calls, emails, and a formal demand letterand with no resolution, I request the BBBs assistance. Specifically, I would like Alaska Airlines to:Acknowledge that the voucher they issued cannot replace the damaged carry-on piece.Provide a replacement carry-on piece identical to the one destroyed.This issue has imposed ongoing inconvenience and financial hardship for over six months. I believe Alaska Airlines must honor their initial offer or provide an equivalent replacementnot a partial reimbursement.
Business Response
Date: 06/05/2025

June 5, 2025

Dear ******,

This is in response to your BBB Complaint #********.

Thank you for reaching out to us regarding your experience with the damaged piece of your luggage set. I understand how important it is for you to have a carry-on that meets your specific needs, and I sincerely apologize for the inconvenience and frustration this situation has caused you.

I acknowledge that you declined the replacement offered at baggage claim due to the unique design of your luggage set, which accommodates your physical limitations. I also acknowledge that the voucher issued for clothing and toiletries was not suitable for replacing the damaged carry-on piece. I am sorry for any confusion or hassle this may have caused.

Regarding your request for a replacement carry-on piece identical to the one damaged, I understand that this has been a point of contention. I have shared your concerns with our Customer ********************** Manager for further review to see how this situation could have been handled better. We strive to provide fair and equitable solutions to our guests, and I regret that we have not met your expectations in this instance.

I understand that you have exhausted all internal channels, including multiple calls, emails, and a formal demand letter, without resolution. I apologize for the lack of response to the demand letter sent by *********** and for any additional stress this has caused.

We have processed your payment in the amount of $195.00 USD. Follow the instructions in the email you'll receive titled 'Alaska Airlines sent you a Payout!' to claim your settlement within 30 days. Please note, this will come as a secondary email within seven days from our partners, *******************, and not an Alaska Airlines email address.

If your debit card was not issued in *****************, you must select the Digital Prepaid Card option in the email from ******************* in order to receive payment.

I would like to once again apologize for your travel experience with us. Our goal is always to exceed our customers' expectations. Your feedback is invaluable and provides us with opportunities to improve. Alaska Airlines truly values your patronage, and I would like to invite you to fly with us again in the future so that we can demonstrate the high level of service that we are known for and that you deserve.

Sincerely,

*****
Central Baggage Service

Reference#: 9515843
Incident#: KOAAS18754159
Initial Complaint
Date:06/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 26, 2025, I boarded Alaska Airlines Flight AS281 (EWR to SEA) with my husband and two sons. After voluntarily checking our bags due to limited overhead space, I was seated and loosely covering my head to avoid being hit by bags a flight attendant was rearranging above me. The attendant asked if I was okay; I replied I was fine. Without any further medical questions, checks, or explanation, she returned with another staff member and asked me to deplane. My confused family *********** one assessed me medically or gave a reason for removal. I am healthy, fly often, and was not disruptive. We were rebooked on a much longer, multi-leg route that caused a 7-hour delay and jeopardized my son's academic obligations. I received a $200 credit, but no full refund or meaningful resolution. *** contacted customer ********************** twice, with no reply. I am seeking a full refund for the original direct flight and assurance that this will not affect my future travel profile.
Business Response
Date: 06/20/2025

June 20, 2025

Dear Emily,

Thank you for your email to the Better Business Bureau regarding your experience on 5/26/2025.

Upon my review I see that you have been in contact with our Customer Care Department. Please see the emails below.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11201534

June 3, 2025

Dear Suzanne,

Thank you for reaching out to us regarding your recent experience on Flight AS 281 from Newark to Seattle. We appreciate you taking the time to share the details of the incident, and I am truly sorry for the distress and inconvenience you and your family experienced.

I understand how frustrating it must have been for you to be misinterpreted as having a medical concern, leading to your removal from the flight. The flight crew asked that you be removed as they felt that your behavior posed a safety risk to yourself and others. Although I understand that you clarified that you were okay, per rule 11 of Alaska's Contract of Carriage, Alaska may, in its sole discretion, refuse to transport, or may remove from an aircraft at any point, any Passenger in any circumstance not prohibited by law.

Regarding the rebooking of your itinerary, I recognize the inconvenience caused by the loss of your reserved nonstop flight and the extended travel time. The rebooking resulted in a total travel time of nearly 8 hours, instead of the originally planned 6 hours, and included a connection that was not part of your initial booking. I understand this delay affected your son's college transit timeline, and I apologize for any disruptions this may have caused.

While you were issued $200 in flight credit and $190 in food vouchers per person, I understand your concerns about the adequacy of this compensation given the circumstances. Unfortunately, for your situation, we cannot offer additional compensation.

I want to assure you that this incident will not impact your customer profile or future travel with Alaska Airlines. We value your patronage and are committed to providing you with a positive travel experience moving forward.

Thank you for bringing this to our attention in such thoughtful detail. We value your feedback to improve our airline and hope to have the opportunity to serve you better in the future.

Sincerely,

Patty E.
Customer Care Representative

Reference#: 11201534

June 19, 2025

Dear Suzanne,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly. I appreciate your patience and the detailed account of the incident you provided. I am truly sorry for the distress and inconvenience you and your family experienced during this situation.

To ensure the safety and comfort of all of our customers and in accordance with applicable laws and regulations, we have the responsibility to deny boarding to any customer whose conduct or condition may threaten the safety or comfort of themselves, other customers, crewmembers, and the flight itself. Our Flight Attendants have been thoroughly trained in the Federal Aviation Administration regulations pertaining to this subject and are qualified to make such determinations. We apologize for the inconvenience, but please understand our position and responsibility in such situations. I have shared your feedback with our Inflight Managers to ensure that the crew's conduct is reviewed, and appropriate actions, such as coaching or retraining, can be taken as necessary.

Regarding the extended travel time and disruption, I recognize the inconvenience caused by the rebooking, which resulted in a longer itinerary and affected your son's academic obligations. I apologize for the impact this had on your family's plans and the additional stress it caused.

I have reviewed your concerns with my supervisor, and upon the conclusion of our discussion, it was found that your concerns have been handled correctly. We're sorry you feel our compensation is inadequate. Unfortunately, for your situation, we are not able to refund a ticket that has been flown or offer additional compensation.

I appreciate that you filed complaints with the U.S. Department of Transportation and the Better Business Bureau, as well as forwarded your concerns to our CEO Ben Minicucci. If there are any additional issues that should have been addressed, those departments will let us know.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer service, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

Patty E.
Customer Care Representative

Reference#: 11201534
Customer Answer
Date: 06/20/2025

Complaint: 23409253

I am rejecting this response because:
While I acknowledge receipt of your message, I strongly disagree that this matter has been handled appropriately. No credible safety threat was present, no explanation was given at the time of my removal, and no attempt was made to verify the crew member’s assumption. I maintain my request for a refund based on unjust removal from the flight. My complaints with the U.S. Department of Transportation and the Better Business Bureau remain open and under review.

Sincerely,

Emily Suzanne Hoole
Initial Complaint
Date:06/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is in reference to my Alaska Airlines flight from SEA to SJC, and the damage incurred to our check-in car seat. I had filed an incident report with the Airlines for the damage and submitted the required forms. However, I received the following response 'the air carrier's liability does not cover uncrated, unprotected, or unsuitable items, such as infant and child car seats, which may be vulnerable to damage due to their shape, material, or characteristics when checked as baggage' through email. Note that I had requested the reimbursement amount of $120 for the car seat damage, which they did not provide. I cannot even mention the inconvenience caused to my family due to this, as we had to wait in the report for over 2 hours to arrange a new car seat so that we could drive back home. This is completely unacceptable that airlines do not want to be liable to something as important as a child car seat. How do they expect family with little ones to travel if they don't want to take care of car seats? Ideally they should be taking extra care of something like a car seat that is must have for families traveling with a child.
Business Response
Date: 06/04/2025

June 4, 2025

Dear Santosh,

This is in response to your BBB Complaint #********.

Thank you for reaching out to us regarding your recent experience on flight #**** from ******* to ************. I understand how frustrating it must have been for you and your family to deal with the damage to your car seat and the subsequent inconvenience it caused.

Please accept my sincere apology for the damage incurred to your car seat during your travel. As our guest, you have every right to expect your belongings to be handled with care. I regret that we fell short in this instance and that it resulted in a significant inconvenience for you and your family.

Regarding the reimbursement request for the car seat, I understand your disappointment with our response. Our Contract of Carriage states that the air carrier's liability does not cover uncrated, unprotected, or unsuitable items, such as infant and child car seats, due to their vulnerability to damage when checked as baggage. While I understand this policy may be frustrating, it is in place to ensure that items are adequately protected during transit.

Furthermore, you indicated in your email that you discarded the car seat when we requested photos, which means you are unable to provide us with pictures of the damaged car seat for signs of mishandling. It also specifies on the front of the Statement of Mishandling Form regarding damage claims, to retain all damaged bags and/or contents until your claim has been resolved. For these reasons, we must respectfully deny your request for compensation.

I appreciate you bringing this matter to our attention, and I have shared your feedback with our team to review how we can better support families traveling with young children. We strive to provide excellent service and are committed to making improvements where needed.

As a customer ********************** gesture, I've included a Discount Code at the bottom of this email for future travel on Alaska. To use the code, go to ******************************************************* and enter it into the discount code field on the right side of the booking form. Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation, and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at ***********************.

******* *****, Discount Code (eCert code) ECSR100CRGBX1626146, in the amount of $100.00.

In closing, I would like to extend an invitation for you to join us on a future Alaska Airlines flight. My sincere expectation is that, by doing so, you will have the opportunity to experience the high level of service that we are known for and that you deserve.

Sincerely,

*****
Central Baggage Service

Reference#: 11098471
Incident#: SJCAS46570983
Initial Complaint
Date:05/29/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Double billed and I want a REFUND not a return of mileage.
Business Response
Date: 05/31/2025

May 31, 2025

Dear Steven,

Thank you for your email to the Better Business Bureau regarding your refund request.

Upon my review I see that you have been in contact with our Customer Care Department and they have advised you of what steps need to be taken, that Alaska did not book your travel and cannot provide a refund for the funds you paid to the fraudulent third party who booked your tickets. I am very sorry for any disappointment or inconvenience this may cause. Please see below the emails that were sent.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11180652

May 27, 2025

Dear Steven,

I appreciate that you took the time to contact Alaska with regard to the new booking: IRGAEE.

I have reviewed the details of your booking and it appears that you made your reservation through a third-party agency that has no affiliation to Alaska Airlines. Some third-party agencies pose as airlines without our knowledge or permission and may charge inflated fees for their services. These agencies may pose as Alaska Airlines and appear when looking up the phone number for an airline via an internet search. We do our best to stop fraud, but the easiest way to avoid these situations is to work directly with us by visiting the Alaska Airlines website at www.alaskaair.com or calling our Reservations center at 1-800-252-7522, or working with a trusted travel agency or booking tool such as Expedia, Priceline, Kayak, or Google Flights. I am very sorry to hear of added stress this experience has caused you. We encourage anyone who believes they have been a victim of fraud or theft to contact their bank and report the incident to the U.S. Federal Trade Commission.

Regretfully, we are unable to refund this travel, under confirmation code IRGAEE, as transportation services were rendered. I can advise you that the airfare collected for this booking was $544.70 per ticket. Any payment above and beyond that was collected by the third-party agency.

The award mileage booking: FNINML was refunded in full. 60,000 award miles per ticket were refunded to your mileage plan account.

As always, thank you for flying with us. We hope you'll allow us to exceed your expectations on another flight.

Sincerely,

Erica B.
Customer Care Representative

Reference#: 11180652

May 28, 2025

Dear Steven,

Thank you for your reply to our recent communication. We want to assure you we have reviewed your concerns again to ensure you have been treated fairly.

Our Reservations phone number is 1-800-252-7522; the other phone numbers you noted in your previous email are not our phone numbers. Alaska Airlines did not sell you the May 19th booking: IRGAEE purchased on May 17th. This ticket was sold by a third-party agency, possibly posing as Alaska Airlines. Again, I am very sorry to hear of added stress this experience has caused you. We encourage anyone who believes they have been a victim of fraud or theft to contact their bank and report the incident to the U.S. Federal Trade Commission.

Thank you for choosing Alaska Airlines.

Sincerely,

Erica B.
Customer Care Representative

Reference#: 11180652

May 29, 2025

Dear Steven,

Thank you again for your reply to our recent communication.

I am very sorry you were a victim of a fraudulent charge for the new booking: IRGAEE. Please refer to the receipt you received, which you included in your attachment to us. The receipt was from [email protected] this is NOT from Alaska Airlines. This is an invoice/receipt from a third party agency that overcharged you for the new booking they sold you. Alaska Airlines was paid $544.70 per ticket for the 5/19/2025 travel on flight 193 from Los Angeles to Anchorage.

The receipt you provided was a credit card authorization form from the above email address for a charge of $2195.70. This receipt is not from Alaska Airlines. You need to contact your credit card company to advise them of the fraudulent charges collected by the third party agency.

Once again, I would like to express my sincere regret that you had a negative experience with Alaska. Because we recognize and emphasize the importance of customer service, we will always err on the side of our customer and will take any and all necessary steps to handle each person appropriately. That said, I do feel that we have handled this matter appropriately. While I would prefer to reach an agreement with you in this situation, I must consider this case closed. My sincere hope is that you will join us on a future flight so that we may demonstrate the level of service that we are known for and that you deserve.

Sincerely,

Erica B.
Customer Care Representative

Reference#: 11180652
Customer Answer
Date: 05/31/2025

Complaint: 23392948

I am rejecting this response because:

Sincerely,

Steven Levi

Alaska Airlines is playing a duplicitous game. First, the alleged 'third party' to which Alaska Airlines refers, is listed as THE contact for Alaska Airlines on the Alaska Airlines website. Second, the 'third party' is a subcontractor to Alaska Airlines and has access to all Alaska Airlines ticket information. Third, not only did I contact the 'third party' regarding my ticket, I also contacted Alaska Airlines customer service by iPHone -- it did not 'hear' my choice of options as I have stated in my letter -- but I also contacted the Alaska Text LIne, 82008. I 'spoke' with two (2) 82008 representatives as I have stated in my communication with Alaska Airlines. The text line is recorded and, if not, I have saved the text conversations on my phone. The bottom line, fact of the matter, is that there is no '"Third Party" involved. The people at the 800 number are subcontractors of Alaska Airlines and required to serve Alaska Airlines customers following the guidelines, requirements, and rules of Alaska Airlines. I was REQUIRED to buy my ticket from LAX to Anchorage on my credit card because the "Third Party' could not find my already-paid-for ticket from LAX and Anchorage. That's incompetence on the part of the "Third Party,' not mine. Then, when I complained to Alaska Airlines -- not the 'Third Party" -- Alaska Airlines --MAGICALLY!!! -- found my already-paid-for ticket and refunded me my airlines miles. No, as per Alaska Airlines rules, I paid for two (2) round trip tickets to LAX from Anchorage with miles. The payment was accepted. The incompetence of Alaska Airlines and its alleged "Third Party" contractor FORCED ME to buy two one-way tickets from LAX to Anchorage at a premium rate. Now Alaska Airlines is saying it's 'not responsible' to pay back my ticket price. It is in error, that 'Third Party' is a subcontractor to Alaska Airlines and, as a subcontractor, it is bound by Alaska Airlines policy and requirements. A BIG REQUIREMENT is to honor the tickets the customer has bought.
Business Response
Date: 06/13/2025

June 13, 2025

Dear Steven,

Thank you for your reply email to the Better Business Bureau.

As previously advised you did not book your travel with Alaska but a third party so Alaska is not responsible for the two one-way tickets that this third party agency made you book. Again, the phone number your called and the confirmation email you received are not Alaska's. You will need to contact your credit card company to advise them of the fraudulent charges collected by the third party agency.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11180652
Customer Answer
Date: 06/13/2025

Complaint: 23392948

I am rejecting this response because:

Sincerely,

Steven Levi
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good Morning, I had purchased a flight from ******* to *******. I did have a family member pass away and I needed to cancel it. I understand it is the saver fare. I reached out to the live chat text number and they stated they would make an exception and refund me ******. I then asked them if they could refund the whole thing. The response that I received was that I would need to call in and speak with a lead. I called in the next day 5/29 to customer ********************** and asked for a lead. The first representative was very kind. I then got transferred to someone named ***** in ******* AZ. She was very rude to me and told me they have no history of the chat and they don't show that I reached out. She stated they make no accommodations for deaths. I then asked why it was so contradicting to the text I received and she stated that I never contacted them. She would not believe me. I will upload the screenshots. She then said she wouldn't refund anything even after the chat agent said they would. Overall I thought this was very unprofessional for a lead to act in this manner. I thought Alaska was going to be an airline that I could trust and I am not questioning Please let me know if there is anything you can do about this matter.
Business Response
Date: 05/31/2025

May 31, 2025

Dear ******,

Thank you for your email to the Better Business Bureau regarding confirmation GQSMEL. I appreciate you taking the time to share your concerns, and I am truly sorry to hear about the passing of your family member.

I understand the frustration you experienced when you initially reached out via live chat and were promised a partial refund of $212.99, only to be told later that there was no record of your chat interaction. It is disappointing to hear that the information provided to you was contradictory, and I regret any inconvenience this may have caused. Your feedback has been shared with our Reservations Supervisor for their review.

Additionally, I acknowledge the distress caused by the interaction with our Reservations Agent, *****, who denied the refund and the existence of your chat history. It is concerning to hear that you were treated rudely and that there was no attempt to assist. We strive to provide compassionate and understanding service to all our guests, and I apologize that this was not your experience. This too has been shared with our Reservations Supervisor for their review.

Because your ticket is still active and travel is not until 6/24/2025 our ************************ cannot assist in providing a refund as we deal with post flight issues. I have, however, noted your reservation with what you were told via the chat. Please contact our Reservation Department at ************** to see if any additional exceptions can be made. They are open 24 hours a day, 7 days a week.

Alternatively, Reservations may be reached via chat or text. More information about these communication channels may be found at *****************************************************

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/31/2025

Complaint: 23391863

I am rejecting this response because: I contacted them and they will still not do anything. I guess I will just cancel the ticket and take the penalty for no reason. Absolutely terrible customer ********************** still. I will be making this very publically known as well. Thanks again for doing nothing ALASKA

Sincerely,

****** Plush
Initial Complaint
Date:05/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchase two premium economy class ticket from *** to ******* on February 27th 2025 using our frequent flyer miles on ****** website. The ticket is for departure at 10:45pm December 27th 2025 from *********** and the arrival is 5am on December 28th. Alaska claimed the flight is canceled due to schedule change but it was a lie. It turns out our tickets were sold to higher price. Alaska asked us to change the flight for next day but that is not an option because we have a cruise to catch on the 28th (it is a high penalty cancelation cruise $10,000 for two people). We now have to either cancel our cruise with huge penalty or find another airline for a lower class airline ticket since the Premium class is over $6000 for the two of us. We are asking Alaska to pay for the difference of premium ticket because that is what we paid for with Alaska before the cancelled the ticket.
Business Response
Date: 05/31/2025

May 31, 2025

Dear ****,

Thank you for your email to the Better Business Bureau regarding confirmation IADZMA.

I was very sorry to hear that your flight on Air Tahiti Nui that you booked using your Alaska miles had a schedule change and I regret that the new flights that are available do not work for you as you need to catch a cruise. Unfortunately, schedule changes are a common occurrence in the airline industry, as airlines alter their schedules every few months to accommodate seasonal changes in demand. Additionally, because your flight is operated by **************, we are limited as to what we can rebook you on as it is up to Air Tahiti and what flight are available and for how much/how many Alaska miles.

As for not believing that there was a schedule change. ************** did advise Alaska that there was a schedule change and when looking for your original flight on *************************** I did not see that it was available either using miles or money. Further, when reviewing your reservation, I see that it has already been refunded and because the schedule change was caused by another airline, Alaska cannot pay any difference in fare. You have my apologies for any disappointment or inconvenience this may cause and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Initial Complaint
Date:05/26/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint regarding a distressing experience my friend and I had with Alaska Airlines on May 25, 2025.We originally had a connecting flight booked from ******* (***) to ******************** (SBA) via ************* (SFO), departing on May 25 (Pacific Time). However, due to repeated delays with the *** to SFO segment, we no longer had enough time to make our connecting flight to ****** *** airport, an Alaska Airlines staff member acknowledged the situation and offered us two options:Rebook a flight to SBA the following day (May 26).We declined this option because my friend had an important exam scheduled for the morning of May 26.Change our tickets to a flight from *** to *********** (LAX) on May 25.The staff member assured us that when we arrived in ***, we could speak to the Alaska Airlines ground team, and they would arrange a Lyft ride to take us to SBA airportfree of charge. I confirmed this several times with him, and he wrote a note on the back of our boarding passes for us to show to the staff at ****However, upon arriving at *** and speaking to Alaska Airlines staff, we were simply given a Invalid website link and told to try requesting a Lyft ride ourselves. After hours of back-and-forth discussions, no effective solution was offered. Eventually, we were told to arrange and pay for an **** or Lyft ride ourselves and call Alaska Airlines customer ********************** later to request reimbursement.With no choice, we paid for an **** out of pocket and arrived home around 3 a.m. My friend nearly missed her exam for that. Furthermore, I attempted to call the customer ********************** line for over an hour this morning with no response.Given the circumstances, I respectfully request the following:Full reimbursement for the **** ride from LAX to SBA. I have kept the receipt and can provide it at your request.A formal apology and fair compensation for the emotional distress, time lost, and the impact on my friends academic responsibilities.
Business Response
Date: 05/31/2025

May 31, 2025

Dear Tianyue,

Thank you for your email to the Better Business Bureau regarding your experience on 5/25/2025.

I regret that your flight was delayed due to a mechanical issue causing you to be rebooked to Los Angeles as you were now going to miss your connecting flight. I understand your disappointment in arriving to your destination later than anticipated and I am truly sorry for your experience. While we will continue to strive for the highest levels of operational excellence and reliability as an airline, we will never compromise your welfare or the trust you place in us for the sake of reliability statistics. I appreciate your understanding of our steadfast commitment to your safety.
Regarding the miscommunication about ground transportation from Los Angeles to Santa Barbara, I am sorry to hear that the assurance provided by our Customer Service Agent in Seattle was not honored upon your arrival at Los Angeles. I understand how frustrating it must have been to be given an invalid website link and then told to arrange and pay for an Uber ride yourselves. I would like to assure you that your feedback has been shared with our Customer Service Manager in Los Angeles for their review.

I was disappointed to learn that the hold time for our Customer Care Department was over an hour. At Alaska we believe there is never an excuse for poor service. While we understand the importance of providing quick, convenient service from our Customer Care Department, holiday travel, inclement weather and staffing shortages etc. can cause long hold times. I can assure you that our Customer Care Management Team makes every effort to offer fast, friendly service and I apologize that we did not provide that for you.
So that I may review your request for potential reimbursement, I kindly request that you provide me with your Lyft receipt in English as I cannot read the receipt that you provided. Please reply to this email with scanned copies of your documents attached; the acceptable file formats are: jpg, gif, png, tif, bmp, pdf.

As a customer service gesture, I have included two Discount Codes at the bottom of this email for future travel on Alaska. To use the code, go to alaskaair.com/planbook and enter it into the discount code field on the right side of the booking form.

Your discount is valid for ticketing for one year and is good for travel between any of the +115 destinations operated by Alaska Airlines. This discount is limited to a single reservation and only one discount code can be used per reservation. Complete discount code rules and restrictions can be found online at alaskaair.com.

Tianyue Hao, Discount Code ECSR100CLGDY1624343, in the amount of $100

Fanqi Shi, Discount Code ECSR100CHGJY1624344, in the amount of $100

As always, thank you for flying with us. I look forward to your reply.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11204459
Customer Answer
Date: 05/31/2025

Complaint: 23379233

I am rejecting this response because:
I'm reaching out regarding the Uber receipt I submitted. I've tried everything possible to get an official English version of the receipt from Uber, but unfortunately, none of the methods worked.

I changed my app and account language settings to English, reinstalled the Uber app, used the web version in an English environment, and even attempted to resend the receipt through Uber’s system. Despite all these efforts, the receipt continues to appear in Chinese.

That being said, I can assure you the attached receipt is 100% legitimate and fully verifiable through Uber’s platform. For your convenience, I’ve included an English-translated version of the receipt with all the original information—date, time, route, fare details, and driver info—clearly and accurately reflected.

I truly hope this translated version will be sufficient for reimbursement purposes. Please let me know if there's anything else I can provide.

Thank you so much for your understanding and support.

Sincerely,

Tianyue Hao
Business Response
Date: 06/13/2025

June 13, 2025

Dear Tianyue,

Thank you for your reply email to the Better Business Bureau and providing additional documentation.

So that I can get a reimbursement issued please provide your cell phone number and US mailing address.

As always, thank you for contacting Alaska and I look forward to your reply.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11204459
Customer Answer
Date: 06/14/2025

Complaint: 23379233

I am rejecting this response because:
Thank you for processing our Uber reimbursement. I understand that the current method of reimbursement is by check. However, I am currently traveling and only staying in each location for a couple of days at a time, so I may not be able to receive a mailed check in time.
Would it be possible to receive the reimbursement via Zelle instead? My phone number linked to Zelle is 8053317625.
I truly appreciate your understanding and assistance. Please let me know if you need any additional information to process the payment via Zelle.
Warm regards,

Tianyue Hao
Business Response
Date: 06/24/2025

June 24, 2025

Dear Tianyue,

Thank you for your reply email to the Better Business Bureau.

Unfortunately, we do not provide reimbursements via Zelle. That said, I have submitted your request to our Accounting Department for a reimbursement in the amount of $235.43. An email confirmation from [email protected] will be sent to the email address of [email protected] with additional details regarding how to claim the reimbursement directly to your debit card. Due to time restrictions this email may take up to 3-5 days to receive (depending on your browser settings we recommend that you also review your junk mail folder). If your debit card was not issued in the United States, you must select the Digital Prepaid Card option in the email from Payouts Network Inc in order to receive payment. The phone number associated with your reimbursement is 805-331-7625.

Please be advised to ensure your reimbursement is processed in a timely manner Alaska has partnered with a bank-grade secure platform called Payout Network for instant payouts. This platform leverages PCI-compliant data storage and a 3rd party vault to keep card data secure and anonymized. We can assure you that your card and information is secure and safe. For further details on this process please click on this link FAQ.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

Rhyan
Customer Care Representative II

Reference#: 11204459
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was bullied by Alaska ticket/gate agent ******* for $50 change fee due to missing my flight by 90 seconds...and getting confused when going to D gate when I should have gone to *****....plus ***************** is in process of a remodel and luggage scanner broke down.When asked to speak with Mgr or Supervisor....I was told by ******* 4times she was in charge and she made all the decision at that time. I later finds out that she was not a Mgr or Supervisor!!! I thought she could of got me on the plane...if she really tried. But i have never been treat so rude and mean and pushed around like that...that entire Alaska air trip felt bad...felt I was being taking advantage as a senior citizen !!! Address line 2 (optional)
Business Response
Date: 05/31/2025

May 31, 2025

Dear *******,

Thank you for your email to the Better Business Bureau regarding your experience on 5/22/2025.

I understand how frustrating it must have been to miss your flight due to confusion over the gate location, especially with the ongoing remodeling at ***************** and the breakdown of the luggage scanner. To ensure an orderly and on-time departure, we require our customers to arrive and remain available for boarding at the departure gate at a minimum of thirty minutes prior to the scheduled departure time of their flight, even if the flight may be delayed or canceled. At ten minutes prior to departure, the flight should be fully boarded and our gate agent closes the flight in order to help ensure an on-time departure. Allowing customers to board late may delay the flight. Our gate agents **** **** any passengers who have not boarded prior to closing the flight. If the passengers do not come to the counter, they will be considered as a "no-show" and their seats will be given away. Therefore, in fairness to all our customers, we must respectfully deny boarding to any customer who arrives late at the departure gate. I am very sorry that due to this you had to pay a $50 same day confirm fee in order to be rebooked.

Additionally, I am deeply sorry to hear about the rude treatment you experienced from our gate agent, *******. It is concerning to learn that she falsely claimed to be in charge and that she did not get a supervisor for you to speak with. We strive to treat all our guests with respect and courtesy, and I apologize that we fell short in this instance. I have shared your feedback with our Customer ********************** Manager in ********* for their review.

I understand that you felt taken advantage of as a senior citizen, and I sincerely apologize for any distress this caused. We value our senior guests and are committed to providing a supportive and respectful travel experience. This too has been shared with our Customer ********************** Manager in ********* for their review.

With that said, because you did arrive after your flight was closed, a credit and/or refund of the $50 same day confirm fee cannot be offered. You have my apologies for any disappointment this may cause and I sincerely appreciate your understanding in this matter.

As always, thank you for contacting Alaska and have a wonderful day.

Sincerely,

*****
Customer Care Representative II

Reference#: ********
Customer Answer
Date: 05/31/2025

Complaint: 23378844

I am rejecting this response because:

Sincerely,

******* *****

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